October 2006 - otrs - OTRS mailing lists

[V 2.1.2] Can't use an undefined value as an ARRAY reference
by Serge ALGAROTTI 20 Oct '06

20 Oct '06

Hello, I try to install from scratch OTRS 2.1.2 with web installer or manual, I have this error when I log in the root@localhost account Software error: Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141. The line is (it is on one line) : ++ push (@{$Self->{XMLConfig}},@{$Data{$Set}->[1]->{otrs_config}->[1]->{ConfigItem}}); ++ chekmodule is ok: ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Use of uninitialized value in sprintf at ./otrs.checkModules line 49. ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... ok It is on Debian Sarge 3.1 with Apache 2.0.59 Have you some clue ? thank for yout help Best regards -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF UMR CNRS n° 7635

2 2

Auto Login - Windows
by David Hathiramani 20 Oct '06

20 Oct '06

Dear List, Is there a way to make OTRS auto-login using windows authentication if you are already logged into windows using the same username and password as you would log into OTRS with? Thanks David David Hathiramani IT Manager Eden Brown Recruitment, Training & Consultancy, Managed Services 222 Bishopsgate, London, EC2M 4QD T 020 7422 7300 F 0845 434 9573 d.hathiramani(a)edenbrown.com <mailto:d.hathiramani@edenbrown.com> www.edenbrown.com <http://www.edenbrown.com/> ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

3 2

Can't get OTRS to use setting in Kernel/Config.pm
by Brad Ummer 19 Oct '06

19 Oct '06

Dear List- I'm new to OTRS and am trying to get it configured. Two things that I'd like to do seem to involve making modification to the Kernel/Config.pm file, but I can't get them to do anything. I think I've made the correct changes, but OTRS doesn't seem to be any different. First, I wanted to enable the long listing of ticket history. I followed the instructions here: http://www.mail-archive.com/otrs@otrs.org/msg02584.html and added this to my otrs/Kernel/Config.pm file: $Self->{TicketZoomExpand} = 1; Unfortunately there doesn't seem to be any difference when I zoom the ticket. A screenshot of what I'm seeing is here: http://www.fsmxserve1.com/temp20061019/OTRS_screen_v1.png I thought that each of the six messages back and forth would all be displayed on this page. Am I misunderstanding how this should be working, or am I doing something wrong? I'm also trying to alter how answers are generated when based on a response. Right now if I create a response, it appears under the Compose Answer (email) list. Thenk if I click on that response link, it displays the response template along with a quoted copy of the ticket the user submitted. I'd like it not to include the user's response at all. I followed these instructions: http://www.mail-archive.com/otrs@otrs.org/msg01541.html And inserted this into Kernel/Config.pm: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} #$Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} $Data{"Signature"} '; I thought this would prevent the 'OrigFrom' and 'wrote' from appearing (since I have them commented out), but it didn't seem to make any difference. Again, am I misunderstanding how this should work, or am I missing something else. Thanks in advance for your help.

2 2

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 4

Remove categories from FAQ in 2.1.2?
by Wes Plate 19 Oct '06

19 Oct '06

We have just updated to OTRS 2.1.2, I want to remove an obsolete FAQ category, but when I set it to Invalid and click Update it remains as Valid. How can I disable or remove a category? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Microsoft SQL Server - how to you set it up?
by Graham Leggett 19 Oct '06

19 Oct '06

Hi all, According to all the announcements found by Google, OTRS now supports the MSSQL database, yay! The problem I am having is that this support has not seemed to make its way into any documentation of any kind. Two questions I am trying to answer are: - What perl modules are needed? - What is the value of $Self->{DatabaseDSN}? In other words, what goes after DBI:...? Regards, Graham --

1 0

FAQ Syntax Error
by Dirk Enrique Seiffert 19 Oct '06

19 Oct '06

I am on a new install of otrs-2.1.2-01.i386.rpm with postgres on SUSE 10.1., FAQ Module version 1.08. I have some problems with the FAQ version: When I try to create a category following error apears: Message: ERROR: invalid input syntax for integer: "" , SQL: 'INSERT INTO faq_category (name, parent_id, comments, created, created_by, changed, changed_by) VALUES ('test', '', 'test', current_timestamp, 2, current_timestamp, 2)' Similar error here, versión 1.0.8 of the FAQ module with otrs-2.1.2-01.i386.rpm on SUSE 10 Traceback (22625): Module: Kernel::System::FAQ::CategoryAdd (v1.3) Line: 1227 Module: Kernel::Modules::AgentFAQ::Run (v1.6) Line: 460 Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 666 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 (http://bugs.otrs.org/show_bug.cgi?id=1372) As a workaround I created a category directly in the database. Now I am able to create subcategories and FAQ entries. But I cant see them. Apache logs show: [Thu Oct 19 11:11:05 2006] -e: DBD::Pg::st fetchrow_array failed: no statement executing [Thu Oct 19 11:11:05 2006] -e: DBD::Pg::st execute failed: ERROR: syntax error at or near "votes" at character 33 ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Thu Oct 19 11:11:05 2006 Message: ERROR: syntax error at or near "votes" at character 33 , SQL: 'SELECT i.id, count( v.item_id ) votes, avg( v.rate ) result FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ( LOWER(i.f_subject) LIKE LOWER('%') OR LOWER(i.f_field1) LIKE LOWER('%') OR LOWER(i.f_field2) LIKE LOWER('%') OR LOWER(i.f_field3) LIKE LOWER('%') OR LOWER(i.f_field4) LIKE LOWER('%') OR LOWER(i.f_field5) LIKE LOWER('%') OR LOWER(i.f_field6) LIKE LOWER('%') ) AND (i.category_id IN (1)) AND s.type_id IN (1,3,2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.changed DESC LIMIT 3' Traceback (27130): Module: Kernel::System::FAQ::FAQSearch (v1.3) Line: 1940 Module: Kernel::Modules::FAQ::_GetExplorerLastCreateItems (v1.3) Line: 384 Module: Kernel::Modules::FAQ::GetExplorer (v1.3) Line: 168 Module: Kernel::Modules::AgentFAQ::Run (v1.6) Line: 875 Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 666 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Thu Oct 19 11:11:05 2006] -e: DBD::Pg::st fetchrow_array failed: no statement executing I tried downgrading to FAQ 1.0.6 but the result was exactly the same. Any help is appreciated. -- Dirk Enrique Seiffert - Lintec S.A. Ed. Torre del Reloj - Of. 401 Plaza de los Coches, Centro Cartagena - Colombia http://www.lintecsa.com -- Este mensaje ha sido analizado por MailScanner en busca de virus y otros contenidos peligrosos, y se considera que estÃ¡ limpio. http://www.lintecsa.com

1 0

How to get the 'Auto Response From:' to take effect?
by s taylor 19 Oct '06

19 Oct '06

Hello. How to get the 'Auto Response From:' to take effect? I have the queues set up with the correct 'Systemaddress' which works fine. What I don't want is the 'Systemaddress' to be displayed in the 'From' of an E-mail in 'default reply' until it is known that the ticket sender is 'legitimate'. Therefore, I added a 'noreply' address in ''Auto Response From:'. For the E-mail set up in 'PostmasterPOP3' for the queue, I have for 'Dispatching', 'Dispatching by selected Queue' which also works fine. All incoming mail goes to their respective queues. How come the ''Auto Response From:' E-mail address is being ignored (not taking effect)? Thanks in advance.

1 0

New ticket notification in cell phone as SMS
by BipinDas 19 Oct '06

19 Oct '06

Hi eveybody I do have a new requirement with otrs. I would like to send a SMS to an agent's cellphone when a new ticket is delivered to his queue. I dont know whether it is possible with OTRS 2.0.4. Does anybody go across with same requirement. Please help -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

3 2

RE: OTRS Virtual Appliance
by Phil Morris 19 Oct '06

19 Oct '06

+++ REP Tarry Singh. Look forward to trying out you appliance. It's about time someone did this! Now can I have one in a Mandriva flavour please? ;p

3 2